- You can change plan managers at any time if you’re unhappy with your current situation.
- Plan management should make navigating the NDIS easier, and your plan manager should take the work of financial administration off your plate.
- Red flags include poor communication, late or incorrect invoices, unclear fees, lack of alignment with your NDIS plan goals, and inconsistent support.
A good plan manager should make your life easier. If that’s not happening, it may be time to change. Switching plan managers is easier than you might think – and well worth it if you feel like you’re not getting the help you need as a plan managed participant.
Related: What Makes NDSP One of Australia’s Most Trusted Plan Management Providers?
4 signs you might need a new plan manager
Your National Insurance Disability Scheme (NDIS) plan manager works closely with your service providers and plan funding, so finding the right fit really matters. You want to partner with someone who offers peace of mind… not more things to worry about.
Here are important four warning signs to be aware of:
1. Poor communication or lack of transparency
You’re often waiting for updates or responses, and you feel out of the loop. Your plan manager is hard to reach, or slow to respond – or both.
It can also be frustrating if your plan manager uses a lot of jargon or technical language – the NDIS can be complex, and part of a good plan manager’s role is making sure you can understand what is happening with your NDIS funds at all times. This means using language that’s easy to understand.
If you’re noticing poor communication or lack of clarity is becoming normal (rather than an unusual event), that’s a good sign to start looking around for a new provider.
2. Delays or errors in payments, claims or tracking
If you’re doing more admin (like chasing invoices and payment) than your plan manager, that’s a sign something has gone awry. If you notice:
- Your support workers aren’t being paid in a timely fashion, or they’re being paid inconsistently (sometimes faster, and sometimes well beyond the expected timeline).
- Your portal doesn’t reflect actual spending, and the delay means you’re not sure how much spend you have left.
Then it’s probably time to reevaluate the situation. These kinds of issues can have a real impact on your continuity of support, your relationships with support workers, and even your overall plan outcomes.
3. Hidden or unclear fees
Unexplained fees or admin charges on your invoice without clear, prior explanation should also be considered a warning sign. A good plan manager will tell you all the costs up front.
On top of that, plan management is funded entirely by the NDIA. It has its own category in your NDIS plan, so you should not be paying anything out of pocket for any NDIS plan management-related costs. Learn more about your Capacity Building Supports Budget: Choice and Control and what this covers.
If you have concerns about how your current plan manager is handling your budget, or you don’t feel able to exercise your right to choice and control within their services, you can always reach out to the NDIA to raise any concerns.
4. Inconsistent support or confusing processes
Some people prefer to work with a local plan manager for a ‘personal’ touch. However, if changes in your life mean you are no longer in that provider’s service area – or if you’re finding it difficult to get in touch or ask questions with them online or on the phone – this can stall things significantly.
Ideally, you shouldn’t have to constantly check in with your plan manager; they should keep things running smoothly, and contact you when they need to. However, you should always be able to check in on any deadlines, processes, your spending, and whether everything is on track.
It shouldn’t matter whether you’re in a small remote area or a major city. Your plan manager needs to be able to provide consistent, NDIS-compliant services wherever you are in Australia – and, according to your communication preferences (e.g. email, phone).
Related:
- How to Get the Support You Need from Your Plan Manager
- Maximising Value from Your Plan Manager: 5 Questions You Should Ask
Is it time to change your current plan manager?
It’s important that you’re happy with who is on your team and their standard of service and care. You don’t have to accept poor service, or work with anyone that makes your life more complicated.
Ask yourself the following about your existing plan manager:
- Are they easy to communicate with, and do they communicate in ways you can clearly understand?
- Are they responsive to any requests?
- Can you see your budget and spending live, at any time, and on your chosen device?
- Does working with them make achieving your goals easier, or at least streamline the process?
- Are all fees clearly communicated, expected, and in line with NDIS PAPL guidelines?
- Can you access a high standard of service in your current area (and can you still access it if you move or your needs change)?
If you answered “no” to some of these, you should ask for a service review with your current provider. At this review, you can outline your concerns and request improvements for any fixable issues. If things don’t improve after this – it’s time to start exploring other options that suit your needs better.
How to find a better plan manager for your needs
Changing plan managers under NDIS is relatively straightforward and shouldn’t impact your funding or your other supports. When looking to change NDIS plan managers, you want to find someone who can fill in the gaps where your previous plan manager was lacking.
Signs of a great provider include:
- Clear, plain-language communication and prompt replies
- Real-time budget portal access
- An easy-to-navigate website with helpful resources
- Strategic support in linking your funding to your goals
- Transparent, easy-to-understand fees
- An experienced, responsive team with in-depth knowledge of NDIS rules and obligations
- Smooth, timely provider invoice processing and payments (within a specified timeframe)
Related: How to Choose the Right NDIS Support Worker
How to change NDIS plan managers
You can change plan managers at any time if you’re not happy. It’s easier than you might think!
- Give notice to your current plan manager. Depending on your service agreement, this might take anywhere between a week to a month (on average).
- Find a new, more reliable plan manager. You can check online resources like support groups and forums, use a provider finder, or ask your local area coordinator (LAC) for recommendations.
- Sign a service agreement with them. Your new plan manager will be able to coordinate handover with the old plan manager, so your supports don’t skip a beat.
The right plan manager can make your NDIS journey easier, by lightening the administrative load of managing your NDIS plan budget. When you work with a provider who understands and delivers what you need from the partnership, you’ll notice the difference.
There’s less stress, more confidence, better utilisation of funds – and you can spend your time and energy focusing on your goals and life, rather than your financial admin.
How NDSP empowers NDIS participants
NDSP Plan Managers are NDIS-registered plan management experts, trusted by clients who stay with us year after year. We offer consistent, comprehensive and proactive NDIS plan management services to participants across Australia. When you call or contact our team, you’re talking to someone who can actually answer your questions – promptly, and in plain language that’s easy to understand. Additionally, NDSP clients can see their live-tracked budgets 24/7 through our convenient Nappa portal. No more waiting for things to be updated!
We know the NDIS system can feel complex and overwhelming, particularly to new participants or those who have changing needs. That’s why NDSP aim to make things easier to understand with our free participant toolbox, and by covering the latest in NDIS news on our blog.
If you’re looking for a new NDIS plan manager, why not get in touch with NDSP today and find out why our national network might just be your perfect provider fit. We’re always happy to answer any questions you might have!
